This qualification forms part of a learning pathway of management qualifications across various sectors and industries. It is specifically designed to develop Customer Management competencies required by learners in any occupation, particularly those who manage first line managers within the banking environment. The qualification further develops the key concepts, principles and practices of management that will enable learners to lead, manage, organise and control first line managers and team leaders. The scope of generic management covers five domains: leadership, managing the environment, managing relations, managing knowledge and the practice of management.
- Operations Strategy and Planning
- Leadership and coaching
- Ethics and Risk
- Conflict, Diversity and Negotiations
- Identify product features for the benefit of the customer.
- Close a deal with a customer.
- Develop and implement marketing plan in line with the marketing strategy.
- Identify brand mix elements.
- Monitor handling of customers by front line customer service.
- Manage customer requirements and needs and implement action plans.
- Identify and manage areas of customer service impact.
- Establish and develop customer needs and relationships.
- Identify areas in need of change and implement them.
- Develop and implement strategy and action plans for a team.
Learners must be competent in communication at NQF level 4 and mathematical literacy at NQF level 4. (This is generally proven through a National Senior Certificate or equivalent.)
Learners will receive a Services Seta National Certificate of competence with a minimum of 162 credits. Credits may vary depending on the electives selected by the learner.
12 months inclusive of workplace experiential training.